Customer Success Stories

Coveo has allowed us to transform our digital knowledge management strategy in one 'digital' fell swoop.

3i selected Coveo to empower its staff members with unified and secure search across all of its knowledge repositories, while supporting stringent regulatory and compliance obligations. With Coveo, the firm’s employees are able to access deal-related knowledge 90 percent faster and the resources required to respond to compliance requests has dropped 20 percent.

Adobe is the global leader in digital marketing and digital media solutions with more than 13,000 employees worldwide. Recognized as one of the World’s Most Innovative Companies by Forbes and World’s Most Admired Companies by FORTUNE Magazine, Adobe selected Coveo for Salesforce to empower its customer support organization with the best available knowledge, every time, to help customers.

Adobe Systems

Industry: High Tech

AECOM, a Fortune 500 fully integrated professional and technical services firm, is the #1 engineering design firm by revenue and has been recognized by FORTUNE magazine as a World’s Most Admired Company. It has nearly 100,000 employees serving clients in over 150 countries. AECOM selected Coveo for Salesforce to help its employees better leverage existing IP and expertise.

AECOM

Industry: Business & Professional Services

The American Dental Association (ADA), the largest dental association in the nation, is the leading source of oral health related information for dentists and their patients. As part of its digital evolution efforts, ADA implemented Coveo Intelligent Search to help website visitors navigate its vast online resource and discover the content that is most relevant to their needs.

With a membership base of more than 51,000 physicians, residents and students worldwide, the American Society of Anesthesiologists (ASA) depends on its website to provide members with the right piece of research, in real time. ASA uses Coveo for Sitecore to deliver highly relevant content and dramatically improve the website search experience for its members.

AmerisourceBergen, ranked #28 on the Fortune 500 list, is one of the largest global pharmaceutical sourcing and distribution services companies. Part of the AmerisourceBergen family of companies, AmerisourceBergen Specialty Group uses Coveo Intelligent Search to engage and upskill employees as they work.

AmerisourceBergen Specialty Group

Industry: Healthcare

Ansell is a world leader in providing superior health and safety protection solutions and operates in four main business segments: Medical, Industrial, Single Use and Sexual Wellness. With Coveo for Sitecore deployed on its website, Ansell has made it easier for its diverse audiences to find the most relevant products and solutions for their needs.

Operating in a time-sensitive environment where up-to-date and accurate information is essential, Boston Children’s Hospital relies on Coveo Intelligent Search to identify and eliminate outdated and redundant content, while providing its employees with a unified view of accurate, real-time information located in disparate systems.

A provider of networking solutions for business innovation, Brocade serves customers in over 160 countries. With Coveo for Salesforce, Brocade is able to deliver the right information at the right time to both its customers and support engineers, and in turn increase its case deflection rate and provide an effortless customer support experience.

As a leading private organization for analyzing U.S. and global public policy, the Brookings Institution relies on its website to present current, relevant research to millions of visitors each year. With the help of Coveo and Velir, Brookings improved its web visitors’ user experience and reached new milestones for site content and traffic.

The Centre d’accès à l’information juridique (CAIJ) is a network of 40 libraries serving the members of the Québec Bar and Judiciary. After deploying Coveo Intelligent Search on its website, CAIJ saw a 67 percent increase in average visit duration and an 18 percent increase in web visitors.

Deltek, Inc., a global enterprise software provider, wanted to increase the capacity of its customer care organization and improve customers’ access to support information. Since deploying Coveo Intelligent Search to its customer care analysts and self-service portal, Deltek has seen significant improvement in its self-service metrics, case resolution times, and overall customer satisfaction.

Denver 311 is a link for non-emergency services and communications between citizens and the City and County of Denver. With Coveo for Salesforce, Denver 311 gives everyone a direct connection to Denver City Services – via Denver’s online service center – for personal, timely, efficient and accurate information from all city services and agencies.

EXFO is the leading provider of next-generation test and service assurance solutions for wireline and wireless network operators and equipment manufacturers in the global telecommunications industry. Implementing Coveo for Salesforce has helped EXFO’s global expert base share knowledge more effectively, which has led to higher customer satisfaction and faster case response times.

To support its global expansion, the medical device and diagnostics division of this Fortune 50 Healthcare Company partnered with Coveo to speed time-to-competence of new customer support agents. Its customer support organization saw significant improvements in its training and customer service metrics after implementing Coveo Intelligent Search.

With operations throughout the world, this Fortune 50 began a journey to transform its Knowledge Management to increase innovation, competitiveness and productivity. With Coveo Intelligent Search, hundreds of the company’s workers can now access their knowledge ecosystem with 20/20 vision, saving valuable time and increasing productivity.

Genesys, a global omnichannel customer experience and contact center solution leader, has helped over 4500 companies engage effortlessly with their customers to deliver differentiated customer journeys. Genesys selected Coveo for Salesforce Service and Community Clouds to scale its customer service organization while enabling KCS (Knowledge Centered Support) best practices.

A global leader in energy management serving multiple market segments, this company is using Coveo for Salesforce to develop a scalable knowledge management strategy for its global support organization. Implementing Coveo has enhanced its support agents’ proficiency, helped the company better identify emerging customer needs, and increased both customer and employee satisfaction.

GoPro, Inc. is transforming the way people visually capture and share their lives. It has become a standard for how people capture themselves engaged in their interests, whatever they may be. GoPro uses Coveo for Salesforce to empower its customers with great self-service on GoPro.com and enable its customer support agents to resolve cases faster.

In the Government Communications Systems Division at Harris Corporation, engineers needed a more effective way to tap existing knowledge and avoid duplicating work. With the help of Coveo Intelligent Search, Harris increased productivity, realized notable ROI and unlocked value from existing assets.

Headquartered in Sweden, IFS is a global enterprise software vendor providing solutions that help companies get better return on investment. It supports more than 2,400 customers worldwide from its network of local offices and through a growing ecosystem of partners. Coveo for Sitecore powers IFS World’s global web properties, supporting 15 languages and 35 country-specific sites.

Imprivata is a leading provider of authentication, access management and secure communication solutions for healthcare. It serves over 1,000 healthcare organizations and over two million licensed users in 20 countries. Imprivata uses Coveo for Salesforce to upskill its customer support team with on-demand knowledge and support the needs of its rapidly growing customer base through effective online self-service.

Imprivata

Industry: High Tech

Institut national d’optique (INO), a technological design and development firm specializing in optics and photonic solutions, has been awarded more than 180 patents since the company was founded in 1985. INO uses Coveo Intelligent Search to leverage its knowledge capital – people and IP – to accelerate its innovation capabilities and advance customers’ businesses.

The Institute of Food Technologists – with more than 17,000 members from more than 95 countries – uses its website as the primary knowledge hub and online interaction forum for its global membership. Three months after deploying Coveo for Sitecore on its website, IFT saw significant improvements in site performance, including a 48 percent increase in time-on-site.

KeyBank is one of America’s oldest and most respected banks with hundreds of branches throughout the country. KeyBank’s 15,000 employees needed easy access to relevant content throughout the bank’s extensive internal knowledge base. With Coveo Intelligent Search, KeyBank’s employees find it much easier to find the information they need, when they need it.

The only 100% Saas ITSM solution for IT professionals, LOGICnow serves more than 15,000 customers around the world. With the help of Internet Creations, LOGICnow implemented Coveo Intelligent Search on its self-service site and successfully improved its case deflection rate. Within one month of the launch, LOGICnow recouped 25% of the cost of its Coveo implementation.

L’Oreal Switzerland was looking for a robust solution to help its employees gain real-time, relevant insights and knowledge and selected Coveo Intelligent Search for its connectivity and enterprise-level security. With Coveo, L’Oreal Switzerland’s employees now have consolidated views of the most relevant information they need to help them become more productive and proficient at work.

Majedie Asset Management is an investment boutique that specializes in equities, primarily for institutional investors. With the help of Coveo Intelligent Search, Majedie now has a consolidated view of relevant contextual information across its multiple content repositories, allowing greater insights for more informed decisions. Collective knowledge has now become one of the greatest assets in its portfolio.

Pöttinger selected Coveo to help its employees easily seek and find the information they need to be more proficient at their work. Coveo search proved popular with Pöttinger employees and resulted in higher staff productivity and lower administrative costs for IT. Pöttinger now aligns all future IT projects and initiatives to Coveo’s capabilities and integration.

Rembrandt Fusies & Overnames (Mergers & Acquisitions) is a leading independent corporate finance advisor for privately-owned companies in the Netherlands. Rembrandt uses Coveo for Salesforce to put deal-related information and expertise at their financial analysts’ fingertips to help them better serve customers and win more deals.

Sonus is a leading provider of SIP-based communication equipment. Implementing Coveo for Salesforce Service and Community Cloud Editions has enabled it to deliver on-demand knowledge to its more than 100,000 customers and 900 customer support analysts and Sonus expects to see a 20% improvement in self-service resolution rates and increase in CSAT scores.

Sub-Zero and Wolf, the industry leaders in premium refrigeration, wine preservation and cooking equipment, is a family-owned company dedicated to exceeding customer expectations through exceptional products and service. With Coveo for Sitecore deployed on its website, its customers are able to find the best and most relevant products and information for their needs.

SunGard Public Sector provides software solutions and consulting services that are designed to meet the specialized needs of public sector organizations. SunGard uses Coveo Intelligent Search to power its customer self-service capabilities and upskill support agents at the point of need. With Coveo, SunGard has improved CSAT, case deflection, and employee productivity.

The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. With Coveo Intelligent Search, TSIA was able to improve its search results, increase member satisfaction and enhance the user experience on its website.

Think Mutual Bank wanted to fortify its Sitecore Intranet Portal with intelligent search so its employees can have the knowledge they need at their fingertips. With Coveo for Sitecore, Think transformed its intranet into a vibrant knowledge sharing and collaboration hub, achieved 100 percent intranet user adoption, streamlined customer service and enabled proactive knowledge management.

Tokyo Electron Limited (TEL) is a leading supplier of semiconductor and flat panel display (SPE) production equipment. Using Coveo Intelligent Search to upskill its 500 field service engineers with the most relevant information as they work, TEL achieved a 20 percent increase in first-time fix rate and other significant outcomes.

VMware is a global leader in cloud infrastructure and business mobility with offices throughout the world and more than 500,000 customers. VMware uses Coveo Intelligent Search on its partner portal, which serves its 75,000 partners, to overcome several common self-service challenges with amazing results.

WatchGuard® Technologies is a global leader in multi-function security appliances. WatchGuard implemented Coveo on its online support center to enhance the customer self-service experience and Coveo for Salesforce – Service Cloud Edition to upskill its support analysts with better access to case-resolving content.